What are six categories of nonverbal cues

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Reference no: EM133351258

Question 1:

What are six categories of nonverbal cues?
What are some of the voice qualities that can affect message meaning?
What are some examples of inappropriate workplace attire?
How can grooming affect your relationship with customers?
What four spatial distances are observed in Western cultures, and for which people or situations is each typically reserved?
What are some of the miscellaneous nonverbal cues that can affect your effectiveness in a customer environment?
What are some ways in which men and women differ in their nonverbal communication?
What are some examples of unproductive communication?
List four strategies for improving nonverbal communication.
What are five examples of customer-focused behavior?

Question 2:

What phases make up the active listening process?
What is the difference between hearing and listening?
According to studies, what is the average rate of listening efficiency for most adults in the United States? Why is this significant in a customer service environment?
List 14 characteristics of effective listeners.
Of the characteristics common to good listeners, which do you consider the most important in a customer service organization? Explain.
What is an important reason for practicing good listening skills in a customer service environment?
What obstacles to effective listening have you experienced, either as a customer service professional or as a customer?
How can you determine when someone is not listening to what you say?
What techniques or strategies you use to improve your listening skills?
How is the outcome of customer service encounters im-proved by using a variety of questions?

Question 3:

What are behavioral styles?
What are the four behavioral style categories discussed in this chapter?
What are some of the characteristics that can help you identify a person who has the following style preferences: R, I, D, E?
When communicating with someone who has an "R" preference, what can you do to improve your effectiveness?
When communicating with someone who has an "I" preference, what can you do to improve your effectiveness?
When communicating with someone who has a "D" preference, what can you do to improve your effectiveness?
When communicating with someone who has an "E" preference, what can you do to improve your effectiveness?
What are some strategies for eliminating service barriers by using your knowledge of behavioral styles?
What are perceptions?
How can perceptions affect customer relations?"

Reference no: EM133351258

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